Articles de revues sur le sujet « Academic libraries Reference services Automation »

Purpose Library automation is required in academic libraries to meet the dynamic demands of clients. This study aims to investigate the level of clients’ satisfaction of Sam Jonah library automation. Design/methodology/approach The study utilized the descriptive research design by using an exploratory case study research method. A disproportionate stratified random sampling was used to select 322 respondents (undergraduates, postgraduates and lecturers/researchers) who consented to participate in the study. Questionnaire and informal interview were used for the data collection. Findings The study showed that more than half of the clients of Sam Jonah library were moderately satisfied with the library’s automation. Clients mostly access internet/Wi-Fi and reference service. Patronage of the services including photocopying, borrowing of books (circulation), e-resources/academic databases, institutional repository, library website and the OPAC was not encouraging. Increase in user education was recommended to improve their usage. Research limitations/implications The study was limited to only one academic library, namely, Sam Jonah library of the University of Cape Coast, Ghana. Originality/value The study provides insight into a case study of satisfactory level of clients in accessing automated services of Sam Jonah Library to serve as a basis for further research.

Purpose The purpose of this paper is to report the training of college librarians, academic and management staff, IT managers and students on how to organise, manage and use a user-friendly library. In Uganda, as in many countries, the problem is that school and/or college libraries are managed by librarians who may have good cataloguing and management skills, but who do not have the pedagogic skills and knowledge of the school curricula that are necessary for librarians to be able to guide and mentor both teachers and students or organise curriculum-related activities or facilitate research. The development of user-friendly libraries contributes in improving education quality through nurturing the interest of students and teachers in literacy activities and active search for knowledge. Under the stewardship of the Belgium Technical Cooperation and the Ministry of Education in Uganda, library stakeholders were trained on how to put users – rather than themselves – in the centre of the library’s operations and introduced to active teaching and learning methodologies and activities with emphasis on getting engaged in transforming spaces, services, outreach to users and collections. Several measures, short and long term were taken to address the gaps limiting the performance of the librarians. Given the disparities in the trainees’ education level and work experience, the training was delivered in seven modules divided into three units for over eight months in 2015. By the end of the training, trainees developed unique library strategic plan, library policies and procedures, capacity to use library systems, physical design and maintenance systems, partnerships, library structure and staff job descriptions. Design/methodology/approach To effectively engage the participants each topic was conducted using active teaching and learning (ATL) methodologies, including: lecture with slides and hands-on practice – each topic was introduced in a lecture form with slides and hands-on exercises. The main goal was to introduce the participants to the concepts discussed, offer opportunities to explore alternative approaches, as well define boundaries for discussion through brainstorming. The question-answer approach kept the participants alert and to start thinking critically on the topic discussed – brainstorming sessions allowed thinking beyond the presentation room, drawing from personal experiences to provide alternatives to anticipated challenges. The goal here was for the participants to provide individual choices and approaches for real life problems; group discussions: case study/ scenario and participant presentations – participants were provided with a scenario and asked to provide alternative approaches that could solve the problem based on their personal experience at their colleges. By the end of the group discussion, participants presented a draft of the deliverable as per the topic under discussion. More so, group discussions were an excellent approach to test participant’s teamwork skills and ability to compromise, as well as respecting team decisions. It was an opportunity to see how librarians will work with the library committees. Group discussions further initiated and cemented the much-needed librarian–academic staff – college management relationship. During the group discussion, librarians, teaching staff, ICT staff and college management staff, specifically the Principals and Deputy Principals interacted freely thus starting and cultivating a new era of work relationship between them. Individual presentation: prior to the workshop, participants were sent instructions to prepare a presentation on a topic. For example, participants were asked to provide their views of what a “user-friendly library” would look like or what would constitute a “user-friendly library”; the college library of HTC-Mulago was asked to talk about their experience working with book reserves, challenges faced and plans they have to address the challenges, while the college librarian from NTC-Kaliro was asked to describe a situation where they were able to assist a patron, the limitations they faced and how they addressed them. Doing so did not only assist to emotionally prepare the participants for the training but also helped to make them start thinking about the training in relation to their libraries and work. Take-home assignment: at the end of each session, participants were given home assignments to not only revise the training material but also prepare for the next day training. Further the take-home assignments provided time for the participants to discuss with their colleagues outside of the training room so as to have a common ground/ understanding on some of the very sensitive issues. Most interesting assignment was when participants were asked to review an article and to make a presentation in relation to their library experiences. Participant reports: participant reports resulted from the take-home assignments and participants were asked to make submission on a given topic. For example, participants were asked to review IFLA section on library management and write a two-page report on how such information provided supported their own work, as well as a participant report came from their own observation after a library visit. Invited talks with library expert: two invited talks by library experts from Consortium of Uganda University Libraries and Uganda Library and Information Science Association with the goal to share their experience, motivate the participants to strive higher and achieve great things for their libraries. Library visitation: there were two library visits conducted on three separate days – International Hospital Kampala (IHK) Library, Makerere University Library and Aga Khan University Hospital Library. Each of these library visits provided unique opportunities for the participants to explore best practices and implement similar practices in their libraries. Visual aids – videos, building plans and still photos: these were visual learning aids to supplement text during the lectures because they carried lot of information while initiating different thoughts best on the participants’ past experience and expertise. The training advocated for the use of ATL methodologies and likewise similar methodologies were used to encourage participants do so in their classrooms. Findings Addressing Key Concerns: Several measures, both long and short term, were taken to address the gaps limiting the performance of the librarians. The measures taken included: selected representative sample of participants including all college stakeholders as discussed above; active teaching and learning methodologies applied in the training and blended in the content of the training materials; initiated and formulated approaches to collaborations, networks and partnerships; visited different libraries to benchmark library practices and encourage future job shadowing opportunities; and encouraged participants to relate freely, understand and value each other’s work to change their mindsets. College librarians were encouraged to ensure library priorities remain on the agenda through advocacy campaigns. Short-term measures: The UFL training was designed as a practical and hands-on training blended with individual and group tasks, discussions, take-home assignments and presentations by participants. This allowed participates to engage with the material and take responsibility for their own work. Further, the training material was prepared with a view that librarians support the academic life of teaching staff and students. Participants were tasked to develop and later fine-tune materials designed to support their work. For example, developing a subject bibliography and posting it on the library website designed using open source tools such as Google website, Wikis, blogs. The developed library manual includes user-friendly policies and procedures referred to as “dos and don’ts in the library” that promote equitable open access to information; drafting book selection memos; new book arrivals lists; subscribing to open access journals; current awareness services and selective dissemination of information service displays and electronic bulletins. Based on their library needs and semester calendar, participants developed action points and timelines to implement tasks in their libraries at the end of each unit training. Librarians were encouraged to share their experiences through library websites, Facebook page, group e-mail/listserv and Instagram; however, they were challenged with intimate internet access. College libraries were rewarded for their extraordinary job. Given their pivotal role in the management and administration of financial and material resources, on top of librarians, the participants in this training were college administrators/ management, teaching and ICT staff, researchers and student leadership. Participants were selected to address the current and future needs of the college library. These are individuals that are perceived to have a great impact towards furthering the college library agenda. The practical nature of this training warranted conducting the workshops from developed but similar library spaces, for example, Aga Khan University Library and Kampala Capital City, Makerere University Library, International Hospital Kampala Library and Uganda Christian University Library. Participants observed orientation sessions, reference desk management and interviews, collection management practices, preservation and conservation, secretarial bureau management, etc. Long-term measures: Changing the mindset of librarians, college administrators and teaching staff is a long-term commitment which continues to demand for innovative interventions. For example: job shadowing allowed college librarian short-term attachments to Makerere University Library, Uganda Christian University Library, Aga Khan Hospital University Library and International Hospital Kampala Library – these libraries were selected because of their comparable practices and size. The mentorship programme lasted between two-three weeks; on-spot supervision and follow-up visits to assess progress with the action plan by the librarians and college administration and college library committee; ensuring that all library documents – library strategic plan, library manual, library organogram, etc are approved by the College Governing Council and are part of the college wide governing documents; and establishing the library committee with a job description for each member – this has strengthened the library most especially as an advocacy tool, planning and budgeting mechanism, awareness channel for library practices, while bringing the library to the agenda – reemphasizing the library’s agenda. To bridge the widened gap between librarians and the rest of the stakeholders, i.e. teaching staff, ICT staff, college administration and students, a college library committee structure and its mandate were established comprising: Library Committee Chairperson – member of the teaching staff; Library Committee Secretary – College Librarian; Student Representative – must be a member of the student Guild with library work experience; and Representative from each college academic department. A library consortium was formed involving all the four project supported colleges to participate in resource sharing practices, shared work practices like shared cataloguing, information literacy training, reference interview and referral services as well a platform for sharing experiences. A library consortium further demanded for automating library functions to facilitate collaboration and shared work. Plans are in place to install Koha integrated library system that will cultivate a strong working relationship between librarians and students, academic staff, college administration and IT managers. This was achieved by ensuring that librarians innovatively implement library practices and skills acquired from the workshop as well as show their relevance to the academic life of the academic staff. Cultivating relationships takes a great deal of time, thus college librarians were coached on: creating inclusive library committees, timely response to user needs, design library programmes that address user needs, keeping with changing technology to suite changing user needs, seeking customer feedback and collecting user statistics to support their requests, strengthening the library’s financial based by starting a secretarial bureau and conducting user surveys to understand users’ information-seeking behaviour. To improve the awareness of new developments in the library world, college librarians were introduced to library networks at national, regional and international levels, as a result they participated in conferences, workshops, seminars at local, regional and international level. For example, for the first time and with funding from Belgium Technical Cooperation, college librarians attended 81st IFLA World Library and Information Congress in South African in 2015. College libraries are now members of the Consortium of Uganda University Libraries and Uganda Library and Information Science Association and have attended meetings of these two very important library organisations in Uganda’s LIS profession. The college librarians have attended meetings and workshops organized by these two organisations. Originality/value At the end of the three units training, participants were able to develop: a strategic plan for their libraries; an organogram with staffing needs and job description matching staff functions; a Library Committee for each library and with a structure unifying all the four project-support Colleges; a library action plan with due dates including deliverables and responsibilities for implementation; workflow plan and organisation of key sections of the library such as reserved and public spaces; furniture and equipment inventory (assets); a library manual and collection development policy; partnerships with KCCA Library and Consortium of Uganda University Libraries; skills to use Koha ILMS for performing library functions including: cataloguing, circulation, acquisitions, serials management, reporting and statistics; skills in searching library databases and information literacy skills; skills in designing simple and intuitive websites using Google Sites tools; and improved working relationship between the stakeholders was visible. To further the user-friendly libraries principle of putting users in the centre of the library’s operations, support ATL methodologies and activities with emphasis on getting engaged in transforming spaces, services, outreach to users and collections the following initiatives are currently implemented in the colleges: getting approval of all library policy documents by College Governing Council, initiating job shadowing opportunities, conducting on-spot supervision, guide libraries to set up college library committees and their job description, design library websites, develop dissemination sessions for all library policies, incorporate user-friendly language in all library documents, initiate income generation activities for libraries, set terms of reference for library staff and staffing as per college organogram, procurement of library tools like DDC and library of congress subject headings (LCSH), encourage attendance to webinars and space planning for the new libraries.

This research was conceived to create a picture of the Library Automation System of Academic Libraries in Zamboanga City. The study was premised on null hypotheses which were tested at 0.05 level of significance. The quantitative research design employing descriptive survey method was used. In the selection of respondents, the systematic random sampling was also employed and the five (5) point likert-type questionnaire-checklist was utilized. The findings revealed that the extent of library automation system in terms of: Administration and Staffing: Facilities, and Services of the (3) three Higher Education Institutions (HEls) involved was found that it is moderately implemented. However, HEIs from public institution showed undesirable results in some areas compared to HEIs from private institution, where the library automation system has been helpful in facilitating loaning services in a multicultural level of clientele. The significant differences among institutions do exist in the library services offered showing that the respondents have their own library services needed to satisfy their needs. It also shows that Academic Libraries are for technological advancement using different library automation systems for different reasons to facilitate library transactions. However, the posited null hypothesis is accepted where all average responses are from 3.40 to 4.19 criteria, implying that whatever ethnic profile respondents belong (multicultural clientele), their responses were similar and were rated within the satisfactory criteria. Therefore, multicultural clientele is not a factor of having poor utilization in the transformation of library services using the Library Automation System. Based on the findings, the full implementation of the library automation system, upgrading of library technology tools and e-resources, creating a functional and interactive library web page, and designing innovative library programs using social media tools to support the educational system with diverse clientele were recommended.

Purpose Academic libraries are experiencing numerous changes in their services due to high demands for digital resources and changes in users’ information needs and expectations. Many academic library users give preferences to Google, Google Scholar and other search engines on the internet when they search for information. As reference transactions are decreasing in many academic institutions, this paper aims to investigate the continuing need for mediated reference services in the technology-driven environment in academic libraries. Design/methodology/approach The authors have conducted a literature review to document and analyze the current trends in reference services in academic libraries. They have examined the relevant published literature through a series of reflective questions to determine whether the demise of mediated reference services is imminent in academic libraries. While this literature review is by no means an exhaustive one, the authors have provided a fairly comprehensive representation of articles to synthesize an overview of the history, evolution, and current trends of reference services in academic libraries. Findings This paper clearly demonstrates the importance of human-mediated reference services in academic libraries. It reinforces the need for skilled, knowledgeable professional librarians to provide effective and efficient reference services in a digital environment. Practical implications This paper provides a comprehensive overview of current trends in reference services in academic libraries and analyzes the merits and demerits of these trends to establish the need for mediated reference services in academic libraries. The arguments used in this paper will be useful for library and informational professionals as validation for the need to hire skilled, knowledgeable reference librarians to provide reference services in a digital environment. Originality/value This paper critically looks at the current trends and practices in reference services through the published literature to determine the future need for mediated reference services in academic libraries. It offers important insights to demonstrate why professional librarians’ skills, knowledge and expertise are essential to provide efficient reference services in the digital age.

A Review of:
 Burke, L. “Models of Reference Services in Australian Academic Libraries.” Journal of Librarianship and Information Science 40.4 (2008): 269-86.
 
 Objective – To investigate the current organizational models for reference work in Australian academic libraries, and how these reference services are staffed.
 
 Design – Mixed methods.
 
 Setting – Academic universities in Australia.
 
 Subjects – Forty Council of Australian University Librarians (CAUL) member libraries.
 
 Methods – A literature study was undertaken to (1) find a definition of reference services and (2) explore the development of reference service models over time. Statistics from the CAUL member libraries were studied for trends in student population and number of academic and library staff. A web-based survey, with questions based on the findings in the literature study, was then distributed to the 40 Australian university libraries in 2006. 
 
 Respondents were asked when the library commenced different reference services in five areas: formats in which the library received and responded to reference queries, information literacy, subject specialization, liaison activities, and collection development. Respondents also answered questions about the organization of the reference department, including: whether they had a separate or integrated model; the size of the reference collections; if they had a librarian dedicated to supporting students studying in remote or distant mode; if the interlibrary loans department was part of the suite of reference services; and if they had a mission or statement of purpose for their reference services department.
 
 Main Results – Based on the literature study, the working definition of reference services (1) for the project was “all activities which assist in providing relevant and appropriate information services to patrons” (270), including:
 • All interactions with patrons to assist them in their searches for information in all media types.
 • All training by librarians of patrons to be able to access information for themselves.
 • Activities to help the library stay informed of relevant developments, such as establishing and maintaining relationships with patrons.
 
 The literature study also revealed (2) a shift from the traditional reference service model, focused on the reference desk and the services delivered from that location, to new models involving “consolidation of reference service points, establishment of tiered reference, reference by appointment, reorganization of reference departments, and limiting services to primary users” (271). 
 
 The core aspects of reference services have changed little over time, including face-to-face reference work, print collection development, bibliographic instruction, and attending meetings. In some aspects, however, there has been a shift in emphasis, e.g., in bibliographic instruction from the teaching of tools to the teaching of information literacy. In addition, reference work has come to include “going out to users,” or academic liaison work, as well as research consultation as a general way to assist undergraduate student in getting started on assignments and projects. 
 
 The Web-based survey (n=40, response rate 87.5%) showed that 32.4% of libraries have an integrated inquiry point which incorporates information queries and other queries that are not necessarily related to traditional library reference services (272, Table 1). This survey result supports the findings of the literature study in showing a trend of library services moving away from the traditional reference desk.
 
 A majority of the responding libraries still retained a separate reference department, but a significant number of libraries have developed departments incorporating reference services with other library services. Those that retained the separate department varied in how they described services to patrons, the most common name being Information Services, a more user-friendly and descriptive name.
 
 In staffing the reference service, the respondents were asked to indicate the classification level of their staff using the Higher Education Worker (HEW) scale (an Australian salary scale, based on competencies, minimum 1 / maximum 10). Staff spans a variety of levels (4-10), the most common level being HEW6, a level where all libraries had staff. This indicates that a large part of reference staff in Australian academic libraries are highly qualified.
 
 The shift in higher education, resulting in greater numbers of students and fewer staff (including librarians), has in many libraries resulted in a more flexible organization of reference services, and the utilization of staff from other sections of the library for manning the reference service point. There is also evidence of how the changing student population leads to changing demands for library facilities and services, e.g. a decrease in the traditional complex reference questions, as well as in over the counter loan transactions, and an increase in more general queries. 
 
 Conclusion – Reference services in Australian academic libraries are becoming more flexible and integrated (although the definition for integrated is still unclear), in part as the result of client demand, and in part due to decreased funding. The author sees an emerging role for reference librarians in helping patrons to navigate the increasingly complex information environment, and to assist in developing the skills to critically evaluate the information they access for authoritativeness and appropriateness.

The management of special services in school libraries in general aims to provide smoothness to the learning process and to meet the needs of learners for learning reference sources. In order for the purpose of learning and education in schools to be achieved, the library plays an important role in supporting the implementation of learning to take place successfully. Library management must be planned, organized, and controlled so that library functions can be utilized optimally by providing excellent service to its users. The forms of services in the library are circulation services, reference services and information services. With the use of advances in library technology, it has an INLISlite automation system that makes it easier to manage library services. This research uses qualitative methods with literature studies as a data collection technique. This research is expected to be a reference for other libraries that have not implemented INLISlite automation.

Purpose – This paper aims to find the current situation of research data services by academic libraries and summarize some strategies for university libraries to reference. Recent years have seen an increasing number of university libraries extended their traditional roles and provided research data services. Design/methodology/approach – This paper selected 87 libraries of the top 100 universities listed in the World’s Best Universities released by the USA News in October 2012 as samples and conducted a Web site investigation to check if there were any research data services provided. In addition, it made an interview with the Wuhan University Library’s Research Data Service Workgroup to understand the procedure, difficulties and experiences of their research data service. Based on the survey and interview, it analyzed the current status and difficulties of research data services in university libraries and proposed some strategies for others to reference. Findings – Of the 87 university libraries investigated, 50 libraries have offered research data services. Most of the services can be divided into six aspects: research data introduction, data management guideline, data curation and storage service, data management training, data management reference and resource recommendation. Among these services, research data introduction is the most frequently provided (47.13 per cent), followed by data curation and storage services (43.68 per cent), data management guideline (42.53 per cent), data management reference (41.38 per cent), resource recommendation (41.38 per cent) and data management training (24.14 per cent). The difficulties met by research data service of Chinese academic libraries are also concluded. Originality/value – Through Web site investigation and interview with the Wuhan University Library’s Research Data Service, this paper presented an overall picture of research data services in university libraries and identified the difficulties and experiences of research data services of the Wuhan University Library. Based on some successful examples, it put forward some strategies for university libraries to reference. This study is very useful for academic libraries to promote their research data services.

Discusses the current practices followed by some major libraries in Scotland for providing digital reference services (DRS). Refers to the DRSs provided by three academic libraries, namely Glasgow University Library, the University of Strathclyde Library, and Glasgow Caledonian University Library, and two other premier libraries in Scotland, the Mitchell Library in Glasgow and the National Library of Scotland in Edinburgh. Concludes that digital reference services are effective forms of service delivery in Scotland’s academic, national and public libraries, but that their full potential has not yet been exploited. E‐mail is the major technology used in providing digital reference, although plans are under way to use more sophisticated Internet technologies. Notes that the majority of enquiries handled by the libraries are relatively low‐level rather than concerning specific knowledge domains, and training the users to extract information from the best digital resources still remains a challenge.

A Review of:
 Mulliken, A. (2017). There is nothing inherently mysterious about assistive technology: A qualitative study about blind user experiences in US academic libraries. Reference & User Services Quarterly, 57(2), 115-126. https://doi.org/10.5860/rusq.57.2.6528 
 Abstract
 Objective – To explore blind users’ experiences with academic libraries.
 Design – Qualitative questionnaire.
 Setting – Academic libraries within the United States of America.
 Subjects – 18 individuals who are legally blind, have experience relying on a screen reader to access the internet, and have used an academic library either online or in person within the previous two years.
 Methods – An open-ended questionnaire was administered via telephone interview. Interviews were recorded, transcribed and analysed using an inductive approach to identify themes using Hill et al.’s (2005) approach.
 Main Results – The author found seven themes in the interview data: experiences working with reference librarians in person, difficulty with library websites, screen reader use during reference transactions, preferences for independence, using chat, interactions with disability officers, and challenges of working with citation styles. 
 Conclusion – The study concluded that academic libraries and librarians should be more proactive when approaching reference services for blind users. The author offered suggestions for practice about how to improve blind user experiences of academic libraries.

Purpose This study aims to investigate the reference and public service models used at academic libraries in the California State University system. Design/methodology/approach This exploratory study used a qualitative mixed methods design with an online survey and follow-up interviews with public services librarians. Findings The majority of the libraries in this study continue to use a traditional reference model with a physical desk staffed by librarians. Some libraries have moved to tiered or on-call reference using students and staff to triage patron questions. The majority of libraries’ public service points also follow a traditional configuration with separate service points for reference and other library public services. Research limitations/implications As this research is limited to one public university system, the results may not be generalizable to all academic libraries. Replicating this research in other systems would increase the generalizability of the results and allow for the generation of potential best practices for reference models and public service point configurations. Practical implications Librarians who are considering changes to their reference models and service point layouts can use the results as a starting point for conversations about the benefits and challenges of various models as well provide support to create an environment where changes to the models can be successfully implemented. Originality/value This study is one of the few to investigate multiple academic libraries’ approaches to reference and public services in the research literature. As such, it addresses a gap in the literature that case studies alone cannot fill.

Purpose Collection content is no longer the primary distinctive signifier of excellence in the present libraries. In an information market where technology has increased access to content, thereby providing resources at one’s fingertips, the provision of services is increasingly becoming a distinctive signifier of excellence and quality. In such an open/service-oriented marketplace, what are the services that are signifiers of excellence and consequently distinguish a library? This paper aims to review select literature within the USA to identify the services that are signifiers of excellence and that will consequently distinguish a library in the current era and investigate the extent to which said services identified in the review of the literature are provided by the University of the West Indies (UWI) Mona library, but focus specifically on only those that meet the additional criteria of placing the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering. These two additional criteria provide the added signature or uniqueness essential to being distinguished. Design/methodology/approach Through the use of a mixed methods research, this paper highlights library service offerings considered as distinctive signifiers of excellence within the American literature and also within the UWI Mona Library – that will distinguish a library. Findings This paper reveals services incorporating technology, the library as a place/space, teaching and research and personal attention to users as distinctive signifiers of excellence. In this regard, within the UWI Mona Library, services offered such as the Virtual Reference Service, Extended Opening Service, Halls of Residence Librarian Service, Information Commons Service, Information Literacy Service and the West Indies and Special Collection Research Service were found to incorporate the aforementioned service themes and placed the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering, consequently distinguishing the UWI Mona Library from other academic libraries in Jamaica. Originality/value This paper is of value, as it provides the library and information community with an outline of services that distinguish a library; it offers library managers in Jamaica and the rest of the world the opportunity to compare services in their libraries with that of other libraries as outlined within the literature review as well as within the UWI Mona library; it highlights how the UWI Mona library, an academic library in the Caribbean, compares on the international library scene, with particular reference to the USA; it informs current and potential library users of how the UWI Mona library is trending in service culture and a focus on distinctive services can promote a community of academic library service best practice.

Objective – To evaluate the quality of academic libraries’ virtual reference services and measure compliance to the Reference & User Services Association’s (RUSA’s) Guidelines for Virtual Reference & User Services.
 
 Design – Qualitative research study evaluating virtual reference chat sessions using RUSA’s Guidelines for Virtual Reference & User Services.
 
 Setting – Virtual reference environments in public academic libraries in the United States.
 
 Subjects – Twenty virtual reference providers from public academic libraries.
 
 Methods – Initially researchers selected 1 academic library out of each of the 50 states to evaluate for quality virtual chat reference services, however because of factors including time and availability of virtual chat services to unaffiliated institutions; the sample included only 20 academic libraries.
 After selecting the 20 academic libraries for evaluation, researchers posed as virtual chat reference patrons using emails and aliases that had no affiliation to any particular institution. Researchers then asked the librarian or library staff a two-part question making sure to leave out any library jargon or anything that would lead the virtual chat reference operator to recognize that they are also affiliated with a library or library school. Using the RUSA Guidelines for Virtual Reference & User Services, researchers then evaluated their virtual chat reference experience for the following: Approachability; Interest; Listening/Inquiring; Searching; Follow-Up; Suggests patron call or visit the library.
 
 Main Results – When evaluated for jargon-free websites and overall usability in finding all types of reference services, 80% of the library’s websites were easy to use and jargon free, reflecting overall high usability. Evaluation of library staff’s ability to maintain “word contact” by writing prompts to convey interest in the patron’s question left some room for improvement. Sixty percent of researchers coding their virtual reference experience thought the level of contact was below expected. Information regarding question and answering procedures, question scope, types of answers provided and expected turnaround time for questions was only available in 30% of examined websites. Thirty-five percent of researchers felt that library staff members gathered enough information to answer the question without compromising privacy, however, 25% thought that staff members gathered a very small amount of information on the patron’s need, although privacy never felt compromised. When researchers evaluated the library staff member on their ability to explain how to utilize resources properly, 50% thought the instruction provided was below average. Although 15% believed they received “superior instruction.” Seventy-five percent of the researchers were not asked by a library staff member if the question received an
 adequate answer, 50% of reference transactions library staff did not consult a librarian or expert, and in 55% of transactions the staff member did not suggest that the patron visit or call the library.
 
 Conclusion – While the researchers received some valuable information about the need to improve virtual reference services in academic libraries, there were some flaws in their research. The question they developed was almost too clear and made it difficult for the individual answering the chat reference to adequately perform a reference interview or ask probing questions. It is possible that because researchers carefully planned out their question they set themselves up to create an interaction that would not normally occur in a virtual chat reference environment. Also, because researchers were unable to evaluate what was occurring in the environment surrounding the virtual chat reference providers it was impossible to make a judgment on the speed or length of the interaction. The researchers did come away from the study with results that point to a need to utilize the RUSA guidelines in order to conduct effective reference interviews, maintain appropriate contact with the user when engaging in chat reference, provide instruction and point patrons to quality resources as well as consult an expert on the topic if needed. They surmised that if libraries utilized these guidelines, virtual chat reference services would be improved.

Chinese students form a significant population on Canadian university campuses. Literature indicates that these students face various challenges when using library services to meet their information needs. Canadian academic libraries need to better understand this group’s previous library experiences in China to help them address these challenges. A survey was conducted on the main library websites of all thirty- nine Chinese universities of the Project 985, a project initiated by Chinese government to found world class universities in China. It reveals that certain services reported as challenges for Chinese students by previous studies, such as: interlibrary loan, document delivery, reference services, and library instructions are popular in Chinese academic libraries; however, subject services, data services, and some other services are not as well established compared to their counterparts in Canada.

Academic libraries have experienced growing demand for 24/7 access to resources and services. Despite the challenges and costs of chat reference service and consortia, many libraries are finding the demand for these services worth the cost. One key challenge is providing and measuring quality of service, particularly in a consortia setting. This study explores the quality of service provided in one academic library participating in a 24/7 chat reference consortium, by assessing transcripts of chat sessions using in-house reference quality standards. Findings point to both similarities and differences between chat interactions of local librarians versus consortia staff.

Purpose Social media allows collaboration, participation and sharing in libraries with users. The purpose of this study is to examine the response of academic librarians in Ghana to the use of social media in reference and user services. Design/methodology/approach It is a quantitative study that used the Likert type of questionnaire in soliciting the views of academic librarians from six public and private universities in Ghana on their knowledge and use of social media in providing reference and user services. Findings The findings of the study indicate that majority of academic librarians are knowledgeable and use social media for both personal and work-related purposes. They, however, lack adequate skills to use the array of social media tools to make remarkable difference in service delivery. For this reason, they find the traditional mode of service delivery a comfort zone. Practical implications Higher education policy makers in Ghana and elsewhere would find the results useful in decisions on the types of social media tools to use in universities and colleges. Originality/value The study provides in-depth analysis of the impact of social media on reference and user services in Ghanaian libraries, which is deficient in literature. It also recommends change in policy direction and training to whip up interest in librarians to use social media.

Objective – To describe the rationale for and development of MetriDoc, an information technology infrastructure that facilitates the collection, transport, and use of library activity data.
 
 Methods – With the help of the Institute for Museum and Library Services, the University of Pennsylvania Libraries have been working on creating a decision support system for library activity data. MetriDoc is a means of “lighting up” an array of data sources to build a comprehensive repository of quantitative information about services and user behavior. A data source can be a database, text file, Extensible Markup Language (XML), or any binary object that contains data and has business value. MetriDoc provides simple tools to extract useful information from various data sources; transform, resolve, and consolidate that data; and finally store them in a repository. 
 
 Results – The Penn Libraries completed five reference projects to prove basic concepts of the MetriDoc framework and make available a set of applications that other institutions could test in a deployment of the MetriDoc core. These reference projects are written as configurable plugins to the core framework and can be used to parse and store EZ-Proxy log data, COUNTER data, interlibrary loan transactional data from ILLIAD, fund expenditure data from the Voyager integrated library system, and transactional data from the Relais platform, which supports the BorrowDirect and EZBorrow resource sharing consortiums. The MetriDoc framework is currently undergoing test implementations at the University of Chicago and North Carolina State University, and the Kuali-OLE project is actively considering it as the basis of an analytics module.
 
 Conclusion – If libraries decide that a business intelligence infrastructure is strategically important, deep collaboration will be essential to progress, given the costs and complexity of the challenge.

Purpose The purpose of this study was to evaluate digital reference services at the Namibia University of Science and Technology (NUST) and the University of Namibia (UNAM) library. Two aspects were evaluated, namely, “resources” and “elements of the general digital reference model”. Design/methodology/approach This study adopted a descriptive case study approach and used qualitative research methods, which comprised interviews and an observation checklist. The population consisted of librarians working at NUST and UNAM Library. Findings The research findings showed that these libraries used the general digital reference model in providing responses to the library users. The study established that the two libraries did not follow the International Federation of Library Associations and Reference and User Services Association standards of staffing and training of librarians working with digital reference services. The study further found that a lack of ability to fully demonstrate to users how to access various library services was one of the major problems that the librarians experienced. Research limitations/implications The study was limited to two academic libraries: UNAM and NUST. Originality/value The study could contribute to a better understanding of digital reference services provided by NUST and the UNAM libraries and contribute to the body of knowledge on the subject of digital reference services, especially in an African context, where few studies have been conducted on this subject. The two libraries could use the findings to improve digital reference services, plan for intervention and develop the services.

University libraries exist to support the teaching , learning and research needs of their institution. This is done by providing the latest information sources for the academic community as university library users. This mission can be achieved well through effective and periodic marketing of information and library services, one of which is through reference services. This article discusses the use of reference and information services in supporting distance learning as one of the impacts of the spread of the Covid 19 outbreak (current situation and the way forward). The research method is quantitative descriptive research, with 78 respondents and using literature related to the transformation of reference services in the digital era. Data collection is processed based on the results of observations, interviews of the IAIN Batusangkar library reference service and other college libraries in providing online reference services. The analysis explains the presence of a reference service for students, especially Library Science students at IAIN Batusangkar. Analyzing how the media can help reference librarians in providing optimal services to the academic community remotely. Describe the strategies that reference librarians can use in creating real time reference transactions in a technology environment while maintaining the main function of reference services. Introducing the idea of a ‘new face’ model of reference and information services for the IAIN Batusangkar library in the period of distance learning, especially the rapid change in learning systems as a result of the corona virus outbreak ( covid 19). Libraries need to improve the reference service system they provide, so that the academic community can meet their information needs through library services remotely, anytime and anywhere. At the end of this paper, it is intended that librarians, especially reference librarians. Continue to serve readers with different needs, librarians must walk across the library, access computer screens from all campus intranet systems, answer emails and explore other interactive tools to reach customers in an effective, practical and effective way. Efficient in order to always satisfy users and keep closer to them, as the main purpose of the presence of reference services.

Purpose – The aim of this paper is to identify resources essential gerontology (aging studies) resources and liaison strategies that provide guidance for academic librarians working with faculty and students in this highly interdisciplinary field. Design/methodology/approach – A convenience sample of gerontology faculty was surveyed to identify important materials, including preferred journals, databases, reference books, and sources of grey literature for gerontology research and teaching. Gerontology faculty information seeking behaviors, including faculty-librarian partnership, were also examined. Findings – Results confirm that faculty teaching in gerontology use a wide variety of resources in their teaching and research. Faculty identified frequently used journals, reference materials, databases as well as sources of grey literature produced by non-profits, special interest group/lobbying organizations, educational organizations, and/or government agencies. Research limitations/implications – Surveying faculty from undergraduate gerontology programs would have likely increased the number of participants completing the online questionnaire, presumably increasing the reliability of the results. Originality/value – Few studies identify the resources that faculty in gerontology graduate programs value and what services the library can provide or improve. This paper addresses these gaps and recognizes the need to support the growing number of interdisciplinary programs in gerontology.

Purpose The purpose of this paper is to illustrate examples of the manner by which the academic library breaks down the silos on a college campus. Design/methodology/approach Literature review and commentary on this topic have been addressed by professionals, researchers and practitioners. Findings On a college campus, the value and impact of the academic library is today more than that of the standard model of libraries in which reference librarians offer available appropriate academic resources; but, the academic library is a place where the teaching and learning model of the standard model meets that of the support model to provide its users the best service by incorporating both aspects of the service. Originality/value The significance in exploring this topic is to provide evidence by which the academic library can and does offer a multitude of services that it can serve as the literal and physical center of a college campus.

This preliminary study was designed to benchmark patron perceptions of reference desk services at academic health science libraries, using a standard questionnaire. Patron responses were compared to determine the library that provided the highest-quality service overall and along five service dimensions. All libraries were rated very favorably by those surveyed, but none rated significantly higher than the others except in facility appearance. Because the study revealed no other service quality differences, the results could not be used to improve services at any single library. However, the preliminary results could be useful in planning future benchmarking strategies.

Providing Reference Services is number 32 in the Practical Guides for Libraries series. Beginning with a brief history of library reference service and a discussion of library stereotypes, the authors quickly move on to identifying criteria for building and maintaining a reference collection, as well as key points to consider when providing reference service, with particular emphasis on the reference interview. The authors note the need to incorporate emotional intelligence into reference work. Emotional intelligence is a topic that has recently garnered increasing interest in the business world, and it is good to see it addressed here in the context of libraries and reference services. This guide does not give detailed plans for implementing reference services but instead highlights key points and concerns to consider when developing reference services. The authors’ approach is broadly based, and the key points can be adapted by small public libraries as well large academic institutions. Each chapter ends with a helpful bibliography of sources and additional reading, and the authors also refer to another guide in the series for readers seeking more detailed help; this kind of continuity within the Practical Guides for Libraries series is useful and appreciated.

Learning and teaching techniques are changing in the new electronic environment. Students are asked to gather information from different sources, most of them in electronic formats. Libraries have to adapt their buildings and services to meet their users needs continuously. Amongst the means librarians have included to support learning are electronic based information and learning resources, a better provision of IT technologies, working environments for different types of learning, digital reference services, information literacy skills and the possibility of accessing all these facilities, resources and services at any time. The conclusion indicates that librarians should continuously improve electronic information and learning resources, as well as discovering new ways to approach students.

For decades libraries have been highly dependent on student interns to provide reference and other library services. In recent years, the roles and responsibilities of reference librarians have undergone significant changes. With the emergence of technology and development of virtual communication channels, reference service is no longer limited to a single physical space. In many academic libraries, the reference desk is either staffed by highly trained paraprofessionals or by student workers. In other instances, the reference desk has been dissolved or merged with other service points such as circulation or access services. Some libraries have moved to a system where patrons are referred to subject librarians or liaisons when specialized expertise and in-depth research techniques are required.

The importance of this research leads to the emerging technologies of libraries. The library is one of the most important places in any academic institution and remains the primary source of information for students, teachers, and many others. The researcher aims to suggest an option for the state university and colleges in the Province of Sulu on the technological advancement in the managing library. The breakthrough of technologies can help the library in various ways. Libraries need to adopt new technology that will allow them to operate and function efficiently and effectively, increasing their productivity and improving their user services without adding personnel. The main objective is to show that an automated library system using the latest technology is more beneficial. The present scenario demands an updated technology for faster, affordable, and user-friendly in providing various library services. Fortunately, new technologies have developed Barcode, Digital libraries, Quick Response codes, and RFID systems. Consequently, applying these technologies provides an end-to-end solution for easy library operation, such as borrowing and returning books, finding and locating books, and maintaining book records. The need to develop and enhance library services to meet users' demands is necessary.

Today, the use of traditional reference desk in the academic libraries has been rarely used, thus expanding or even move to a virtual reference service. A minimum level of virtual reference services are provided in the academic library is currently in general is the electronic mail (e-mail). One of the academic library specifically provide virtual reference services via e-mail is a Petra Christian University (PCU) Library (refdesk@petra.ac.id.). In such services librarians provide assistance to users in finding information and answer questions. This study aimed to analyze the transaction reference services virtually through e-mail at the PCU Library, with a view of the types of questions based on user background, the writing style of language communication interaction used based on user background, and cultural values are revealed behind the user in virtual reference services (e-mail). This study uses content analysis (content analysis) of the transcript e-mail received librarians of reference services began March 10 until June 16, 2015. The results showed that the types of questions asked in reference service virtual (e-mail) in the Library UK Petra include: specific search, access online resources, operation of online resources, policies and procedures for services, and library holdings with background the student (PCU and non-PCU), faculty, and librarians. Based on the background of users found that overall more types of questions asked in virtual reference services (e-mail) is a problem of access to online resources, and generally submitted by the students. Then, the writing style of the user's language in interaction reference service virtual (e-mail) tends to be formal, which includes the word greeting, the message will be delivered, and regards cover, either by the student (PCU and non-PCU), lecturer, or librarians. While cultural values that revealed the background behind the user in virtual reference services (e-mail) is obedience, courtesy and politeness users. Keywords: virtual reference services, e-mail reference service, e-mail transactions, content analysis, academic libraries

PurposeIn this paper, we refer to the World Economic Forum in Davos, Switzerland, in 2016, where the concept of the Fourth Industrial Revolution (4IR) was coined by Klaus Schwab, with the reference that it would be building on “the Third, the digital revolution” and would be “characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres”. While acknowledging that the 4IR will impact on everything, everywhere, including research and libraries, we conceptualize 4IR, and we compare current academic library services/trends in South Africa with 4IR requirements, through the analysis of 26 public university library websites.Design/methodology/approachBesides conceptualization of 4IR, a content analysis of websites of 26 public universities’ libraries in South Africa was achieved followed up with verification of the data by respective libraries through a preliminary research report circulated to them by email. 23 areas were identified as the trends in academic libraries, which included free Wi-Fi in the libraries; 24/7 study areas and access to library resources on and off campus; research commons; makerspace; borrowing ICTs (e.g. laptops); e-resources; e-catalogues; research data services (RDS; RDM, IR); open scholarship; information literacy and reference/bibliographic tools, library as a publisher, among others. Data obtained were captured in Excel and analyzed by the research questions.FindingsThe 4IR concept does not occur often in literature, in relation to academic libraries, but it is implied. The findings show that the libraries are responding well to the revolution through their services, with remarkable innovation and creativity on display. There was a 64% presence of the analyzed trends/services in the libraries, with emerging trends/services such as library as a publisher (4%), robotics/AI (4%), makerspace (8%), RDS (27%), borrowing of ICTs/devices (19%) and user experience (19%) scoring low, while information literacy and digital scholarship (e.g. IR) (88%), e-catalogue and e-resources (92%), group study area (85%) and off campus access (77%) scoring above 75%. The scatter of the trends/services among the university libraries is noted for knowledge sharing of best practice.Research limitations/implicationsIn order to improve accordance with trends, academic libraries have to be better resourced, accessed and used, as well as improve web visibility. The study expects library services to be responsive, resourced and accessible anytime and anywhere, and it provides a conceptual framework and a benchmark for further research and exploration in the country, region and perhaps elsewhere.Practical implicationsThe study can be used for benchmarking current and future academic library services in Africa. The conceptual framework provides an agenda for theoretical discussions and deliberations.Social implicationsThe trends, framework and 4IR representations in the study can inform theory and practice in LIS, particularly in Africa.Originality/valueLinking 4IR to current and future library services provides a tool for academic libraries services benchmarking and development and provides a conceptual framework for theoretical and practical debates and implementation. The study is quite current and appropriate for the ongoing discussions of 4IR implications to academic libraries.

Academic libraries focus on meeting their users’ expectations through the provision of resources and services necessary for their intensification and improvement. Academic libraries engage in evaluation of their services by users for service improvements. Evaluation in academic libraries refers to a set of methods, skills and tools employed to unearth how users perceive their products and services before, during and after users’ interactions with them. This study investigates users’ evaluation of public services of the library in Lagos State University (LASU), Ojo. The researchers adopted a survey research method and used a structured questionnaire for data collection. The study population consisted of registered library users who are students from various faculties in the institution. 450 copies of the questionnaires were distributed among the users in their respective faculties.356 copies of the questionnaire were completed and returned. Simple percentage and frequency counts were used for data analysis. The findings of the study revealed types of public services rendered by the library as reference services, 96%, circulation services 100% and, digital reference services, 75.6%. On the level of user's satisfaction with the services rendered by the library, respondents indicated that they are satisfied with the circulation services and, lending services among others. The researchers recommend that the library should conduct regular users’ evaluation to determine users’ satisfaction with the library services. The management of the library should organise regular training for members of staff of the library on how to relate with users and accommodate their information needs.

A Review of:
 Boateng, F., & Liu, Y. Q. (2014). Web 2.0 applications’ usage and trends in top US academic libraries. Library Hi Tech, 32(1), 120-138. doi:10.1108/LHT-07-2013-0093
 
 Abstract
 
 Objective – To explore Web 2.0 application use in academic libraries through determining: Web 2.0 applications used, the purpose of using these applications, and how the use of Web 2.0 is changing.
 
 Design – Exploratory survey of academic library websites using content analysis of websites, blogs, and social networking service platforms.
 
 Setting – Websites of academic libraries in the United States, blog platforms, and social networking services.
 
 Subjects – 100 academic libraries.
 
 Methods – The researchers based their selection of academic library websites on the US News & World Report’s 2013 list of the top 100 best colleges in the United States. The authors created a checklist to determine which Web 2.0 technologies were used by the academic libraries on their websites and for what purposes. The researchers searched for Web 2.0 applications on the main page and one subpage down from the main page. The researchers also used keyword searches on the library’s website to find Web 2.0 applications and searched blog platforms and social networking sites.
 
 Main Results – The authors found that Facebook and Twitter were the most popular Web 2.0 applications and that all of the libraries analyzed used social networking services. Blogs were the second most popular Web 2.0 tool at 99% participation rate, followed closely by RSS (97%) and instant messaging (91%). Libraries used these Web 2.0 tools for information sharing including: outreach, promotion, providing online reference services, subject guides, tutorials, highlighting resources, and posting announcements.
 
 Conclusion – The academic libraries analyzed in this study use Web 2.0 applications to a much greater extent than previous research had shown. The researchers expect to see increased use of Web 2.0 applications by academic libraries in the coming years. They suggest that future research focus on Web 2.0 use by historically black colleges in the United States and on collaboration between academic libraries and other academic units when offering Web 2.0 services.

PurposeThe purpose of this paper is to present a retrospective analysis of the content published in Reference Services Review from 2006 through 2011.Design/methodology/approachThe author manually reviewed the content of all journal issues from 2006 through 2011 using the Emerald web site. The information reviewed was number of articles per issue; author affiliations; article format; and article titles, abstracts, and keywords. The type, size, and location of author institutions were confirmed using institutions' official web sites as necessary.FindingsThe paper finds that Reference Services Review has published an average of 40 articles per year. The majority of articles focus on topics in information literacy and reference services, with consistent coverage of emerging technologies, working with diverse populations, library space, and management. The majority of contributors are affiliated with large academic institutions in the USA, with some representation from liberal arts colleges, public libraries, community colleges, and international authors.Originality/valueThis analysis consolidates data on the volume, focus, and authorship of Reference Services Review as the journal reaches its 41st year of publication. The data provide a snapshot of trends in the field's professional and scholarly literature with implications for trends in academic librarianship.

The interdependency among academic library publics that has become a necessity has ushered in accelerated demand for quality library resources and services. It therefore behooves on academic libraries that want to remain relevant to encourage effective and efficient library public relations practice management. This paper therefore explores library public relations practice management with particular reference to challenges for academic library public relations practitioners in Nigeria. To achieve this, the paper identified, reviewed and analyzed major concepts and looked at the purpose of library public relations practice management in academic libraries. It also discusses the need for library public relations practice management in academic libraries and skills requirements for library public relations practitioners in the management of library public relations practice in academic libraries. The paper also discusses challenges of library public relations practice management such as inadequate financial allocation and the absence of media acceptance. It recommends, among others, that funds be made available for academic libraries for effective and efficient library public relations practice management.

Purpose – This paper aims to evaluate the website content of Alabama academic libraries to examine their services, content and compliance with design and accessibility standards. Design/methodology/approach – A content analysis was conducted on 24 academic library websites discovered through Jeanne Burke’s Higher Education Directory and the Alabama Colleges directory website. All data were collected within a month. Findings – Study data revealed that while academic libraries are offering more online services, many continue to lack certain services or fail to implement basic web design and accessibility standards. Research limitations/implications – Inclusion into the study was limited to the independent library websites of Alabama institutions offering four-year degree courses and content data discoverable within three clicks of the home page. Future studies might identify why certain libraries lack reference chat services, social media accounts and/or certain accessibility accommodations. Additional research might evaluate multilingual websites and their methods for providing language options. Practical implications – The results of this study should assist in the evaluation of library websites and increase awareness of design and accessibility standards, enabling designers and policy makers to improve upon future website designs. Originality/value – This study presents a depth of evaluation and currency unseen in most web content analyses. The extent of this study should provide librarians, web designers, and library policy makers with a suitable comparison for website projects and evaluations.

This research focuses on the impact and challenges of ICT on the services delivery in academic libraries. Respondents were randomly selected among the librarians and library officers. The research adopted a survey research design to investigate a population of 119 staff drawn from the academic libraries. A structured questionnaire was used to collect data. Data gathered were presented in tables and analyzed using mean value and percentages. The results show that majority of the service delivery in the library such as Selective Dissemination of Information and Current Awareness Services, reference services delivery, User Education, circulation, Acquisition, research and development are carried out using ICT. The study also show that ICT has made service delivery in library faster and quicker, provides up to date information, provides remote access of information to users. The study also reveals poor attitude of staff to ICT, lack of ICT skill/competence, erratic power supply and lack of equipment maintenance as some of the factors militating against the use of ICT in academic libraries service delivery. The research concludes that the application of ICT in the service delivery of academic libraries is necessary because it makes service delivery easy and worthwhile and therefore should be encouraged. The study therefore recommends the installation of ICT facilities in the library and adequate ICT training of library staff for effective and efficient service delivery. Libraries, Academic, ICT, Services, Delivery, Impacts, Challenges

Purpose Libraries globally automate their operations and services using integrated library systems (ILS) to increase operational efficiency and meet the ever-evolving demands of their users. Open source ILS (OS ILS) has become more popular globally. The purpose of this paper is to better understand the diffusion of OS ILS in academic libraries in Uganda. Design/methodology/approach Rogers’ diffusion of innovation (DoI) supplemented by the fit-viability theory was used as a theoretical framework. A questionnaire was developed based on extant literature and distributed electronically to representative members of a Ugandan university library association. Findings The diffusion of OS ILS in Ugandan academic libraries approximates the S-curve expected based on DoI. Ugandan academic libraries are adopting OS ILS for more flexibility to meet changing needs at what is perceived as an affordable cost but not all are fully satisfied. Koha is the most adopted OS ILS and is also being considered by all libraries without any ILS or a proprietary ILS. The information and communication technology (ICT) infrastructure, organizational procurement policies and national procurement legislation, human resource capacity and limited finances are barriers to diffusion. The total cost of ownership and technical skills required are of particular concern for OS ILS. Research limitations/implications The research was limited to a single African country and the recommendations may not be transferable to other African countries. Future research can expand the survey, the countries studied and/or address the methodological limitations of this study. Practical implications When embarking upon library automation using OS ILS or migrating to an OS ILS solution libraries should consider their ICT infrastructure, local support community, available training and be realistic about the costs. Local library associations should provide guidance on OS ILS selection, ongoing training, and opportunities for knowledge sharing. LIS schools should consider expanding their curriculum to include library automation and, in Uganda incorporate training on Koha as OS ILS. Libraries and library associations should advocate to reduce restrictive organizational procurement policies and national procurement legislation. Originality/value Studies on country-level diffusion of ILS are comparatively few, particularly in African countries. This is the first country-level study of OS ILS diffusion in Uganda. This study can positively impact future patterns of diffusion for optimal deployment of OS ILS software by informing academic libraries, university management, library association, LIS schools, and policymakers in Uganda and across the African continent, and encouraging academics and researchers to teach and study library automation using OS ILS.

Librarians need feedback from users to improve library services. On the other hand, users need assistance from librarians in order to gain a better understanding of library services. This paper focuses on how Chinese students use U.S. academic libraries’ virtual reference services (VRS), and how academic librarians use VRS. By collecting data from Chinese students and librarians, this paper hopes to create a better understanding of these two factors in order to improve VRS.

Public services librarians in academe juggle multiple duties, with reference and instruction being the two most common and visible. A survey of midsized academic libraries measured the departmental relationship between librarians who provide reference services and librarians who provide instruction services. Results indicate that services are generally organized in one department and instruction coordinators are prevalent. Regardless of departmental structure, reference and instruction librarians have similar jobs; they nearly all teach classes and work at the reference desk. Summarization of the subjective commentary reveals underlying satisfaction levels with various organizational arrangements and insight into the pros and cons of maintaining integrated or separate reference and instruction services.

The future of libraries and the libraries of the future — new trends shaping innovative library and information services in academic librariesThe development of libraries and their services depends on technological development, the users’ needs and socioeconomic conditions. Innovative libraries as the pioneers in implementing cutting-edge solutions lead the way in showing the direction of changes. The innovations implemented by libraries are aresponse to global trends, changing needs and users’ expectations. The article presents an overview of factors and phenomena which inspire libraries to use cutting-edge solutions and create new initiatives that will define the roles and responsibilities of the libraries of the future re­garding research libraries, with particular reference to academic libraries. The analyses were based on the research institutions and libraries’ reports which define the trends and recommendations in shaping the structures and tasks of the innovative libraries. The main document of this type is the report prepared by Massachusetts Institute of Technology MIT defining the library of the future as an open and interactive library of knowledge which create aglobal network. The analyzed docu­ments describe the research tasks of libraries and highlight the development of research and aca­demic libraries’ responsibilities towards transforming libraries into cultural centres. The documents also emphasize the libraries’ social role not only in the research and academic community, but also at the local and national levels.